Associate, Customer Advocate

Schneider Electric•Buffalo, NY

About The Position

The Associate, Customer Advocate serves as a customer-focused liaison across the organization, supporting customer issue resolution, complaint management, root cause investigations, and continuous improvement initiatives that enhance customer satisfaction and product quality. The role reports to the Senior Associate, Customer Advocate. The position supports the collection and analysis of Voice of Customer feedback, field quality concerns, service reports, and customer claims; ensures issues are documented, prioritized, tracked, and escalated appropriately; and coordinates complaint investigations from identification through closure. It contributes to containment, Root Cause Analysis, corrective and preventive action tracking, and effectiveness verification. The Associate analyzes complaints and field performance data to identify trends and recurring issues, supports quality and prevention initiatives, and collaborates with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality. The role also supports complaint-management processes, quality-system compliance, metrics, audits, management reviews, and quality governance activities related to customer satisfaction. Schneider Electric describes its benefits package as including flexible work arrangements, professional growth opportunities, and an inclusive culture. The company states that this U.S.-based full-time position has an expected annual pay range of USD 68,000–102,000, including base pay and short-term incentives.

Requirements

Bachelor's degree in Engineering, Quality, Manufacturing, Business, Supply Chain, Customer Service, or a related discipline.
At least 2 years of experience in Customer Quality, Customer Service, Manufacturing, Engineering, Quality, Product Support, or a related function.
Experience supporting customer complaint investigations, issue resolution, or customer-facing processes.
Knowledge of Root Cause Analysis methodologies and continuous improvement principles.
Strong analytical and problem-solving skills, including the ability to manage multiple priorities.
Excellent verbal, written, and presentation communication skills.
Ability to collaborate with cross-functional teams and build effective working relationships.
Proficiency with Microsoft Office Suite, including Excel, PowerPoint, and Teams.

Nice To Haves

Experience in cooling technologies, HVAC systems, thermal management, data center infrastructure, or industrial products.
Familiarity with quality tools and methodologies including 8D, CAPA, FMEA, Lean, Six Sigma, and Pareto Analysis.
Experience working with customers, service organizations, manufacturing operations, and suppliers.
Green Belt certification or equivalent continuous improvement training.
Knowledge of quality management systems and customer complaint management tools.
Experience analyzing customer feedback and performance trends to drive improvements.

Responsibilities

Serve as a customer-focused liaison across the organization and support the customer advocacy process.
Collect, analyze, and communicate Voice of Customer feedback, field quality concerns, service reports, and customer claims.
Document, prioritize, track, and escalate customer issues through resolution.
Coordinate customer complaint investigations from issue identification through closure.
Support containment activities to minimize customer impact and business risk.
Participate in Root Cause Analysis efforts using methods such as 8D, 5 Why, and Fishbone Analysis.
Track corrective and preventive actions and support verification of their effectiveness.
Analyze complaint, field-performance, and customer-feedback data to identify trends and recurring issues.
Support continuous improvement, preventive action, and lessons-learned initiatives focused on product quality, reliability, operational performance, and customer satisfaction.
Collaborate with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams to resolve customer concerns.
Support alignment on containment strategies, corrective actions, and customer communication plans.
Participate in customer escalation reviews and resolution activities, maintaining timely communication with stakeholders.
Support customer issue management and escalation processes and compliance with quality systems, complaint-handling procedures, and continuous improvement standards.
Monitor key metrics and support process improvement initiatives, audits, management reviews, and quality governance activities related to customer satisfaction.
Prepare or support customer issue analytics, RCA documentation, 8D reporting, CAPA tracking, Voice of Customer reporting, trend analysis, escalation management, and lessons-learned documentation.